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Technology Support Services
Supporting today's highly integrated and complex contact center technologies can be a daunting task for even the most capable of IT organizations.  The dynamic and constantly changing nature of the operations requires a different approach to support and resource staffing.  At Ponvia, we have proven success in providing technology support and management services for the contact center. 

By leveraging deep subject matter expertise in telecommunications and contact center technology, Ponvia is able to establish a support model that focuses not only on rapid resolution of issues, but addressing the fundamental root cause.  Our support services include:
  • Carrier Services
  • Call Routing Platforms (Genesys and Cisco ICM)
  • IVR Platforms and Applications (Genesys Voice Portal or Avaya platforms, J2EE and VXML apps)
  • Workforce Management Solutions (Witness, IEX, eWorkforce)
  • Quality Monitoring Solutions (NICE, Verint)
  • Predictive Dialers (Avaya, Aspect)
  • ACD's (Avaya, Nortel, Cisco IPCC)